Virgin Atlantic is making airport check-ins smarter—and faster—thanks to a new partnership with Infobip, the global customer engagement platform. Using Infobip Moments, passengers departing from London Heathrow now receive WhatsApp messages with direct links to check in online, cutting down airport desk congestion and improving operational efficiency.

For passengers not reachable on WhatsApp, the system automatically switches to SMS, ensuring broad coverage. After check-in, travellers receive additional guidance such as terminal and zone information directly via WhatsApp, streamlining the entire pre-flight experience.

Tangible Results

The initiative has already delivered measurable outcomes. Virgin Atlantic reports an 11% increase in online check-in rates since deploying the Infobip-powered messaging solution. Key features include targeted messaging, automated reminders, and robust multichannel delivery, helping the airline improve passenger convenience while optimizing airport operations.

Simon Langthorne, Head of CRM at Virgin Atlantic, said, “Empowering our guests with real-time notifications via WhatsApp enhances the customer journey and streamlines our airport operations. This is part of our broader commitment to smart, guest-first technology.”

Ante Pamuković, President of International Business at Infobip, added, “This collaboration shows how digital messaging can drive real business outcomes and elevate customer satisfaction. We’re proud to support Virgin Atlantic and explore further innovations in the passenger journey.”

Expanding Reach

Following the success at Heathrow, Virgin Atlantic plans to roll out the solution to other UK airports, including Edinburgh and Manchester, later this year. Infobip’s platform also supports alternative channels like RCS or SMS, making it adaptable for airlines targeting passengers across different countries and preferred messaging apps.

With travelers increasingly expecting frictionless, tech-driven experiences, this collaboration highlights how AI-enabled messaging platforms can transform airline operations while boosting customer satisfaction.

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